Director of Customer Success

Location: Fully remote with in-person team meetings a few times a year

Job Type: Full-time; strict no-Moonlighting policy

Compensation: The starting salary is $100,000 annually, with the option of an additional performance-based annual bonus. Health and dental insurance benefits are offered.

Reports To: Chief Operating Officer

Company: www.helloinsight.org

About Hello Insight

Hello Insight (HI) helps youth-serving organizations better understand, enhance, and share their impact as nurturing environments for social and emotional learning — a key predictor of academic success, career readiness, well-being, and long-term thriving. Through our online, shared measurement platform, we are committed to revolutionizing evaluation while building a learning community that is diverse, inclusive, and accessible.

We seek to ensure that our members have access to relevant, representative, and easy-to-implement information and collective insights. Moreover, we are continually learning from, elevating, and investing in the voices of young people as part of our ongoing development as a company.

Positions Overview

Our Customer Success (internally known as Member Success) team provides consulting and resources to support successful survey implementation, data interpretation, program enhancement, and stakeholder engagement among our growing membership base. This includes working closely with youth-serving staff at varying organizational levels to provide information, training, data collection, and reflection support that helps them attain significant value throughout their member journey.

We seek a seasoned director with a robust set of skills that include strategic thinking, process optimization, and data analysis who can bring in expertise to further develop a team of relationship managers and support staff that drives customer lifetime value. The MS director will oversee end-to-end processes from sales hand-offs to onboarding to successful use of HI, codify and streamline procedures, and utilize operational and member satisfaction data for ongoing improvements. This leader is expected to proactively collaborate with senior (C suite-level) executives and cross-functional teams (such as research, product management, learning, sales) to drive stronger customer experiences and team operation efficiencies.

Key Responsibilities

• Strategy and Operations: Review and strengthen end-to-end Member Success strategies, implementation plans, and success indicators to drive improvements and lead to customer retention and growth. Collaborate with Sales and Marketing to optimize the upsell and cross-sell strategies that MS uses to increase ROI.
• Lead Team of 5-7: Coach and develop a team of relationship managers and support staff, aligning people resources to the MS strategy and member needs.
• Data-Driven Decision Making: Analyze customer data (success metrics and KPIs) to identify trends and patterns. Use this information to improve customer satisfaction, reduce churn, and increase customer lifetime value.
• Account Growth Outcomes: Expand our revenue in accounts through new sales and up-sell opportunities. Influence future lifetime value through higher product adoption, greater advocacy, and higher customer health scores.
• Drive Operational Efficiency: Ensure strong feedback loop discussions between Member Success and Product teams, raising the ongoing needs of members and improving the MS team’s ability to be even more efficient with the HI platform.
• Collaborate Cross-Functionally: Proactively work with Product, Research, Learning, Sales, and Executive Leadership Teams to develop improvements that maximize the member experience and identify new business opportunities.
• Onboard and Train: Consistently develop new and current staff on using product features and updates.
• Track/Document/Codify/Report: Monitor member subscription pipelines — member activities including milestones and metrics, outreach/engagement, and timely technical assistance — in collaboration with the Member Success Support and Manager teams. Contribute to monthly/quarterly reports on member engagement and outcomes.
• Customer-Centric Approach: Understand end-users' needs, ensuring that Member Support scaling efforts align with customer expectations. Address escalated client issues or concerns with speed and urgency, orchestrating resources as appropriate and documenting how to prevent their recurrence.
• Innovation and Problem Solving: Identify growth opportunities and overcome challenges in scaling, often by developing innovative solutions or adjusting existing strategies.
• Forecast Customer Success: Ensure priority indicators align with MS strategy and protocols are updated to track them. Stay up-to-date with industry trends and best practices, and use this knowledge to stay ahead of the customer success curve.

Qualifications

• At least a Bachelor’s Degree
• At least 7 years of progressive management experience, hiring and leading effective customer success teams in a SaaS company
• Demonstrated track record of building and developing a department for scalability and sustained growth with all the people, processes, and strategies optimized in a customer-centric manner
• Exceptional communication and interpersonal skills to collaborate effectively with cross-functional teams and executive-level leaders
• Experience creating processes using customer success software, such as HubSpot, Arrows, Gainsight, Intercom, or ChurnZero
• Data-driven mindset with experience using customer success metrics to inform strategy
• Strong understanding of youth-serving organizations, particularly nonprofit, youth development, and/or social and emotional learning experiences preferred
• Significant experience in understanding evaluation and/or evaluation capacity building preferred
• Strong cross-cultural understanding and experience working collaboratively with diverse groups of people
• High emotional intelligence, empathy, and sense of social responsibility